Product Support Consultant

1 Month ago • 5 Years + • Product Management • $110,000 PA - $157,000 PA

Job Summary

Job Description

As a Product Support Consultant at gTech Ads, you'll provide high-quality customer support, troubleshoot issues for advertisers and business teams, and leverage deep product knowledge to solve complex technical problems. You'll analyze data to create action plans for top customers, focusing on knowledge management, operational improvements, and product adoption. Collaboration with internal and external stakeholders is key, requiring strong communication skills. Responsibilities include prioritizing customer service, resolving issues, applying product expertise to solve complex technical issues, analyzing data to improve processes, and partnering with cross-functional teams to enhance the client journey. You will also share insights and expertise with partner teams to support product and process improvements.
Must have:
  • Bachelor's degree or equivalent experience
  • 5+ years customer-facing/support experience
  • Project management experience
  • Troubleshooting and problem-solving skills
  • Excellent communication and stakeholder management
Good to have:
  • Account/campaign management experience
  • Technical troubleshooting or customer support
  • Business analysis experience
  • Google Ads or other online advertising experience
  • Customer-first mindset
Perks:
  • Bonus
  • Equity
  • Benefits

Job Details


Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in a customer-facing or customer support role.
  • Experience in project management.

Preferred qualifications:

  • Experience in account/campaign management roles, technical troubleshooting, or technical customer support.
  • Experience in problem solving to develop strategic perspectives on customer-focused solutions.
  • Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
  • Experience operating with a customer-first and empathetic mindset.
  • Experience using Google Ads or other online advertising solutions and the media landscape.
  • Excellent communication and stakeholder management skills.

About the job

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Customer Support organization is a customer centric, solution-generating team that helps our advertisers and business teams make the most out of our products.

As a Product Support Consultant, you will have deep product knowledge, provide high quality customer support and own customer solutions. You will focus on managing troubleshooting tasks, use your investigative and problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our .

The US base salary range for this full-time position is $110,000-$157,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about .

Responsibilities

  • Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and business teams, agencies and partners.
  • Apply deep product expertise solving complex technical customer issues, escalations and carrying out strategic projects.
  • Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
  • Partner with our business and other cross-functional partner teams as applicable to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
  • Share insights and provide expertise to our partner teams to support product and process improvements.

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